Head of Member Engagement

Caselton Clark; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading association in the tech sector is seeking a Head of Customer Success to enhance member engagement and drive retention. In this pivotal role, you will manage key client relationships while leading an engagement team, ensuring high levels of satisfaction and value across the member portfolio. The organization is known for its exceptional growth and employee satisfaction rates, making it an exciting opportunity for those with a background in customer success or B2B sales.

Benefits

Private healthcare

Pension scheme

Travel insurance

Gym membership

Continuous training opportunities

Qualifications

• 3+ years of experience in customer success or engagement.
• Proven experience in both account handling and team leadership.
• Comfortable with CRM tools and using data for performance tracking.

Responsibilities

• Manage high-value member accounts, focusing on retention and satisfaction.
• Lead engagement processes and coach the team.
• Oversee onboarding, renewals, and upsell opportunities.

Skills

Relationship Building

Customer Success

B2B Sales

Team Leadership

CRM Proficiency

Strategic Mindset

Job description

Head of Customer Success (Membership Engagement)
London Hybrid
Up to £50k basic + 20% OTE

Are you in membership engagement or customer success in a supervisory capacity looking for your next step up? Or are you an experienced professional in membership, business intelligence, or sponsorship sales ready to pivot into a strategic customer success role?
This is your chance to join an award-winning association in the tech space, a business experiencing phenomenal growth and consistently recognised for having some of the highest employee satisfaction and retention rates in the industry.

We’re hiring a commercially minded Head of Customer Success/Member Engagement for a player-manager role that’s split 50/50 between leading key client relationships and managing a high-performing engagement team. You’ll be at the heart of member success, driving retention, satisfaction, and value across a thriving, future-focused portfolio.
What You’ll Be Doing

• Manage a portfolio of high-value member accounts, building relationships, delivering strategic plans, and driving retention

• Lead and coach, owning engagement processes and performance

• Oversee member onboarding, renewals, and upsell opportunities through CRM and reporting tools

• Collaborate across departments to ensure members are actively engaged in events, content, and community activities

• Act as the voice of the member internally, sharing feedback to inform continuous improvement

Who You Are

• A proven relationship-builder with 3+ years in customer success, engagement, or B2B account management/sales

• Experienced in both account handling and team leadership (comfortable balancing both)

• Commercially astute with a strategic mindset and strong attention to detail

• Confident communicator with senior stakeholders and a proactive, solutions-focused attitude

• CRM-savvy and comfortable using data to track performance and inform decisions

What’s in it for you?

• Competitive commission scheme

• Excellent benefits including private healthcare, pension, travel insurance, ride-to-work scheme, gym membership & more

• Continuous training and development opportunities

• A career filled with enjoyment, money, success, and gratification

• Regular rewards and recognition for your impact

Apply today or email [e-mail]